Jobs in the United States

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Retail Sales Assistant, Jewelry (Part time)
Brilliant Earth
Chestnut Hill, MA
- Part-time
Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are…
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Regional Manager
Mission Rock Residential LLC
Kansas City, KS
- $130,000 to $135,000 USD / year
…everything we do, from how we serve our residents to how we support our team…
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Product Dev Mgr
AMTB
Detroit, MI
- $160,000 to $170,000 USD / year
Position: Product Development Manager, Technical & Customer Support Services
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Registered Nurse - PRN FLOAT POOL
ADVANCED CORRECTIONAL HEALTHCARE
Janesville, WI · Green Lake, WI · Dodgeville, WI · Montello, WI
- $60 USD / hour
Our associates deliver a higher standard of business services to support medical care and behavioral health care. We maintain professionalism, integrity, and commitment as we solve problems…
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Pharmacy Manager
CVS Health
Broken Arrow, OK
- $65 to $81 USD / hour
…for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed…
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Sales Trainee
Red Bull
Sallisaw, OK
This is a training role that is made to prepare the Sales Trainee for the Account Sales Manager role. The role primarily is to support sales initiatives and provide route coverage for the…
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FH
FRONT DESK SUPERVISOR
Fine Hospitality Group LLC
Burbank, CA
- $21 to $24 USD / hour
Join Fine Hospitality Group’s 6-month General Manager in Training program and gain hands-on experience preparing to lead a hotel.
Added 1 min ago
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Cloud Engineer II (Full Time) - United States
Cisco Systems, Inc.
Milpitas, CA
- Full-time
…platforms like the Cisco Identity Services Engine and Meraki Access Manager to simplify security compliance for global organizations. We are a critical engine within our $3B+ Security…
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RN Care Manager
Independent Living Systems
Seminole, FL
The RN Care Manager plays an essential role in managing and coordinating comprehensive care for individuals enrolled in Medicaid and Medicare Special Needs Programs. The RN Care Manager…
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RN Care Manager
Independent Living Systems
Largo- FL, FL
The RN Care Manager plays an essential role in managing and coordinating comprehensive care for individuals enrolled in Medicaid and Medicare Special Needs Programs. The RN Care Manager…
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Branch Manager - Dalton Main
Regions
Dalton, GA
At Regions, the Branch Manager is responsible for maintaining an engaged, operationally sound, and high performing team dedicated to improving the financial wellness of our customers. This…
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Enterprise PMO Portfolio Manager
Regions
Hoover, AL · Charlotte, NC · Atlanta, GA
At Regions, the Enterprise PMO Portfolio Manager serves in a critical leadership role within the Enterprise Project Management Office (EPMO) and is responsible for governing the enterprise…
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Nebraska/Iowa Area Cross Sector Manager
HDR
Omaha, NE · Des Moines, IA · Ames, IA · Davenport, IA · Cedar Rapids, IA · Lincoln, NE
The Area Cross Sector Manager is responsible for leadership over HDR’s Nebraska/Iowa cross sector practice, including our Environmental Sciences, Geotechnical, Strategic Communications,…
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Fleet Operations Manager
TEKsystems
Baltimore, MD
- $23 to $26 USD / hour
About the RoleWe are seeking a Fleet Operations Manager to oversee daily fleet activities and provide exceptional client support. This individual will be responsible for vehicle readiness,…
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Branch Manager
AIRGAS Airgas USA, LLC
Crystal River, FL
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental,…
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Assistant Branch Manager
AIRGAS Airgas USA, LLC
Houston, TX
Airgas is Hiring for an Assistant Branch Manager in Houston, TX! This position will also be the primary point of contact and support for a team of CDL drivers.
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HSE and Compliance Manager
AIRGAS Airgas USA, LLC
Troy, MI · Ann Arbor, MI · Toledo, OH · Ferndale, MI · Lansing, MI · Wayne, MI · Northwood, OH
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental,…
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Area Operations Manager - PA Area
AIRGAS Airgas USA, LLC
Carnegie, PA · Youngstown, OH
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental,…
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Account Manager
AIRGAS Airgas USA, LLC
Jackson, MI
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental,…
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Account Manager
AIRGAS Airgas USA, LLC
Bay City, MI
We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental,…
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Digital Analytics Analyst
TEKsystems
Columbus, OH
- $45 USD / hour
Monitor and evaluate campaign performance across Google Ads and LinkedIn Campaign Manager, identifying optimization opportunities and performance trends.
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Senior Project Manager
TEKsystems
Tulsa, OK
- $50 to $75 USD / hour
subject to specific elections, plan, or program terms. If eligible, the benefits
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WFH Case Manager
TEKsystems
Morrisville, NC
- $23 USD / hour
DescriptionThe Executive Case Manager provides expertise on insurance coverage and common access and reimbursement challenges affecting patients, healthcare providers and clients. The…
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WFH Case Manager
TEKsystems
Houston, TX
- $23 USD / hour
DescriptionThe Executive Case Manager provides expertise on insurance coverage and common access and reimbursement challenges affecting patients, healthcare providers and clients. The…
Added 1 min ago
Sales Account Manager – Southwest
Grand Prairie, TX
…8–81 passengers, along with parts, service, and financing to support fleet operators across North America. Family-owned and operated since 1972, ABC is driven by its mission to advance the…

mPower, Inc.

Help Desk Engineering Manager

Bethesda, MD, United States

$125,000 to $145,000 USD / year

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Job details

Pay: $125,000 to $145,000 USD / year
Experience: Minimum of 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Posting language: English
Posted: Nov 4, 2026

Original job description

mPower, Inc. is seeking an experienced and results-driven Help Desk Engineering Manager to lead and oversee the delivery of comprehensive IT support services for its customer.

The Help Desk Engineering Manager will provide strategic and operational leadership for a multidisciplinary team responsible for IT service delivery, Help Desk operations, desktop and systems support, asset management, and information security support. This individual will serve as the primary liaison between mPower and Government stakeholders, ensuring contract performance, service quality, customer satisfaction, and compliance with established requirements.

The ideal candidate is a proactive, hands-on leader with a strong background in IT operations, federal contract management, and IT service management. This position requires someone who can effectively manage personnel, drive operational improvements, resolve complex challenges, and maintain strong relationships with customers and stakeholders.

Job Responsibilities:

Program and Contract Management

Serve as the primary point of contact between mPower and Government stakeholders, including the Contracting Officer (CO), Contracting Officer's Representative (COR), and other designated personnel.
Provide overall leadership, management, and oversight of contract operations, ensuring successful execution of all contractual requirements, deliverables, and performance standards.
Manage program resources, personnel assignments, schedules, budgets, and operational priorities to ensure efficient and effective service delivery.
Develop and maintain project management plans, operational procedures, performance reports, and other required contract documentation.
Conduct regular meetings with Government stakeholders to review program performance, staffing, project progress, and operational challenges.
Identify and proactively address performance concerns, operational risks, resource constraints, and opportunities for improvement.
Support contract transitions, workforce planning, and continuity of operations as required.

IT Service Management and Operations

Oversee daily IT service delivery operations, including Help Desk support, incident management, service requests, desktop support, and technical escalation processes.
Ensure adherence to established Service Level Agreements (SLAs), performance metrics, and customer service standards.
Monitor and evaluate ITSM performance using ticketing systems, reporting dashboards, customer feedback, and operational metrics.
Oversee the effective use of IT service management platforms, including ServiceNow or comparable systems, to ensure accurate ticket tracking, prioritization, escalation, and resolution.
Coordinate IT projects and initiatives, including technology deployments, hardware refreshes, system upgrades, and service improvements.
Collaborate with technical teams and Government stakeholders to identify recurring issues, implement corrective actions, and improve operational efficiency.
Support oversight of IT asset management, including hardware and software inventories, lifecycle management, and compliance reporting.

Team Leadership and Personnel Management

Supervise and provide leadership to contractor personnel supporting IT operations and technical services.
Establish clear performance expectations, assign responsibilities, monitor productivity, and ensure accountability for assigned work.
Identify staffing needs, support recruitment and onboarding activities, and ensure appropriate personnel coverage across supported locations.
Promote professional development, technical training, knowledge sharing, and continuous improvement within the team.
Foster a collaborative, customer-focused environment that emphasizes responsiveness, professionalism, and high-quality service delivery.
Address personnel and performance concerns promptly and effectively.

Performance Monitoring and Continuous Improvement

Develop, monitor, and report key performance indicators (KPIs), including ticket volume, response and resolution times, SLA compliance, customer satisfaction, and service trends.
Prepare accurate and timely weekly and monthly status reports, management briefings, and other required program deliverables.
Analyze service delivery metrics to identify trends, recurring challenges, and opportunities to improve efficiency and customer experience.
Develop, maintain, and improve Standard Operating Procedures (SOPs), escalation processes, and knowledge management practices.
Implement process improvements and corrective actions to strengthen operational performance and service quality.
Ensure compliance with applicable federal policies, information security requirements, and established IT operational procedures.

Required Qualifications:

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or another related discipline, or a substitute combination of verifiable experience.
Minimum of 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Demonstrated experience in the development and management of complex IT programs or projects, from inception through deployment.
Experience managing personnel, technical resources, budgets, and operational activities across complex organizational environments.
Experience supporting or managing multiple contracts and/or subcontracts of varying size and complexity.
Progressive experience in information systems design, management, and IT service delivery.
Strong understanding of IT service management principles, Help Desk operations, incident management, escalation procedures, and service performance metrics.
Demonstrated ability to manage competing priorities, resolve operational challenges, and deliver results in a customer-focused environment.
Excellent leadership, interpersonal, organizational, problem-solving, and written and verbal communication skills.
Ability to work effectively with Government stakeholders, technical personnel, and organizational leadership.
Project Management Professional (PMP) certification or the ability to obtain in 90 days
Ability to obtain a Public Trust

Preferred Qualifications:

ITIL Version 3 Foundation certification or current equivalent.
HDI Help Desk Institute certification, such as:
HDI Help Desk Manager
HDI Desktop Support Manager
HDI Support Center Manager
One or more of the following technical certifications:
Microsoft Technology Associate (MTA)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)
Apple Certified Support Professional
ITIL Intermediate Certification or higher
Previous experience managing IT support services within NIH, HHS, or another federal agency.
Experience with ServiceNow or similar ITSM platforms.
Familiarity with federal IT security requirements, IT asset management, and enterprise technology environments.
Demonstrated success improving SLA performance, customer satisfaction, and operational efficiency across large IT support programs.

mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.

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